Admin Set-up and Global Configurations
How to use
Personal Settings
Connecting your Jira and Slack accounts
Creating a support request
Auto resolve common issues
Public vs private threads
Approving other people's requests
Channel Settings
Support Channel Settings
Configuring Support Channels
Automatically create a request for each message
Automatically remind users to create requests
Welcoming users to support channels
Off Hours Support
Agent Channel Settings
Updating issues / transitions / resolution
Additional Features
Create a new request
Mapping Emojis in channels for quick create
Configure mapping between request types and channels
Emoji Request Status Configuration
Configuring Shared Channels
Agent quick-start
Hosting
Billing
Security
FAQ
Can I Schedule a Demo?
Understand user types
Add to channels
Channel types
Adding to channel
How to connect if Jira is behind a firewall
What is the Nextup/HelpDesk+ static IP address
How do I report on the number of issues created from Slack?
How to find your bot ID?
How to resolve a SSL certificate issue
How do I change the name of the HelpDesk+ bot?
Understanding Jira user/agent permissions
Workflow support
Is my data secure and protected?
What ticketing systems are supported?
Support
- All Categories
- How to use
- Personal Settings
- Auto resolve common issues
Auto resolve common issues
Updated
by Brian Mohr
Automatic Self-help
Quickly resolve common requests with automatic suggestions from existing knowledge and help docs.
HelpDesk+ suggests Confluence articles to users in Slack in real time and makes it easy to instantly resolve issues.
- Open your request. Learn more about requests here.
- If your request contains a keyword that exists in your Confluence wiki, the bot will respond with suggestions
- Click the "View" button to open the associated wiki pages
- Click the "This helped me" or "This did not help", depending on the result.
- Then if the article helped resolve the issue, click the "Close" button.
- Note: The agent will close the request on your behalf.
